The Taj's People Philosophy and Star System

The Star System Contd...

STARS was actively promoted across the group's 62 chain of hotels and among its 18,000 employees globally, out of which 15,000 were from India. STARS had five different levels. Though employees did not receive any cash awards, they gained recognition by the levels they attained through the points they accumulated for their acts of kindness or hospitality. 'Level 1' was known as the 'Silver Grade'. To reach this level, employees had to accumulate 120 points in three months.

To attain 'Level 2', known as the 'Gold Grade,' employees had to accumulate 130 points within three months of attaining the silver grade. To reach 'Level 3', called the 'Platinum Grade', employees had to accumulate 250 points within six months of attaining the gold grade. To attain 'Level 4', employees had to accumulate 510 or more points, but below 760 points, to be a part of the Chief Operating Officer's club.

'Level 5' which was the highest level in STARS, enabled employees to be a part of the MD's club, if they accumulated 760 or more points.

Points were granted to employees on the basis of parameters like integrity, honesty, kindness, respect for customers, environmental awareness, teamwork, coordination, cooperation, excellence in work, new initiatives, trustworthiness, courage and conviction, among others.

Suggestions by employees that benefited the organization fetched them significant points (Refer Exhibit III). Such suggestions in each hotel of the Taj Group were examined by the General Manager, HR Manager and training manager of the hotel the employee worked in.

The suggestions could also be posted on the web, which were constantly monitored. Employees could also earn points through appreciation by customers, 'compliment-a-colleague' forums⁸ and various suggestion schemes. Employees could also get 'default points' if the review committee did not give feedback to the employee within two days of his/her offering a suggestion for the betterment of the organization.

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8] The program encourages the employees to work together and compliment each other.

Case Details

Case Code : HROB027
Themes: HR Practices and Policies
Case Length : 09 Pages
Period : 2001-2002
Organization : Taj Group
Pub Date : 2003
Teaching Note : Not Available
Countries : India
Industry : Hospitality

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